eBay

mindmyownbusiness · ‎05-29-2018

I've have a SNAD return request. In my ebay the column headed "refund due date" says 5/30. On the return details page is the message, "Please take action by May 30."

What is the functional interpretation of this deadline? In other words, can the buyer escalate as of one minute after midnight on 5/29? Of is it hours counted from the time the return request was filed? (I know the date, but where do I find the time?)

Does the escalation entail a phone call (so has to be when customer service is working) or is it a click the button that appears as soon as the deadline is past?

Does offering a partial refund or any other action shorten the time before escalation?

If I already said in a message in the return center that I wouldn't authorize a return unless forced to do so by ebay, can the buyer use that as the basis to escalate now rather than waiting until tomorrow?

I am asking because I want to upload a final summary message and photo at the last possible minute.

Thank you

fashunu4eeuh · ‎05-29-2018

@mindmyownbusiness wrote:

“...If I already said in a message in the return center that I wouldn't authorize a return unless forced to do so by ebay, can the buyer use that as the basis to escalate now rather than waiting until tomorrow?...”

Another member will be able to answer your questions here. In the meantime, don’t overlook the most important fact that if you wait for eBay to force the refund on a SNAD case, you will earn a defect. This is a serious mark against your account. Just a few can get you suspended from selling. Proceed cautiously.

castlemagicmemories · ‎05-29-2018

@mindmyownbusiness wrote:
I've have a SNAD return request. In my ebay the column headed "refund due date" says 5/30. On the return details page is the message, "Please take action by May 30."

What is the functional interpretation of this deadline? In other words, can the buyer escalate as of one minute after midnight on 5/29? Of is it hours counted from the time the return request was filed? (I know the date, but where do I find the time?)

Does the escalation entail a phone call (so has to be when customer service is working) or is it a click the button that appears as soon as the deadline is past?

Does offering a partial refund or any other action shorten the time before escalation?

If I already said in a message in the return center that I wouldn't authorize a return unless forced to do so by ebay, can the buyer use that as the basis to escalate now rather than waiting until tomorrow?

I am asking because I want to upload a final summary message and photo at the last possible minute.

Thank you

If you force the buyer to escalate by not accepting a return, you earn a very serious case closed without seller resolution defect that can negatively impact or lose your selling privileges. You realize SNAD comes under the MBG, you are required to refund without a return, or pay return shipping if you want the item back. Buyer is refunded purchase price, and original shipping.

Ebay doesn't want to step in, they want you to step up and handle it.

Offering a partial refund is not an option. You refund the price plus shipping, or pay return shipping to get it back, and still refund the price plus shipping.

Your final message and photo will do nothing. Sorry.

The escalate button appears to the buyer exactly when three days have passed, to the second the case was opened. If you want to avoid a serious defect, you need to answer this before the buyer escalates.

Sorry, this may not be what you want to hear, but it is true.

missjen831 · ‎05-29-2018

Just accept the return. Your photo proves nothing and if the buyer escalates, you lose period. You've already put in writing in the request details that you refuse to accept the return. So when the buyer escalates, expect ebay to force you to refund and let the buyer keep the item.

One life is all we have to live
Love is all we have to give

**Formerly known as MissJen316**

castlemagicmemories · ‎05-29-2018

You are operating under the false assumption that there will be mediation on this and that you can prove your case.

There won't be and the buyer will win, no matter what you send as a statement with photos, and you will have severely hurt your selling privileges for nothing.

Please consider this carefully and answer your dispute before the buyer escalates.

hafoster · ‎05-29-2018

@castlemagicmemories wrote:
@mindmyownbusiness wrote:
I've have a SNAD return request. On the return details page is the message, "Please take action by May 30."

can the buyer escalate as of one minute after midnight on 5/29? Of is it hours counted from the time the return request was filed? (I know the date, but where do I find the time?)

Does offering a partial refund or any other action shorten the time before escalation?
Offering a partial refund is not an option. You refund the price plus shipping, or pay return shipping to get it back, and still refund the price plus shipping.

The escalate button appears to the buyer exactly when three days have passed, to the second the case was opened.

Unfortunately, that's incorrect; please stop saying this?

For a return, the "escalate button" appears at the end of the third business day.

@mindmyownbusiness

"Please take action by May 30."

You have all of May 30 to accept the return, refund without return --

and even the offer a partial refund* option, another misinformation here.

But if you don't resolve the return request with one of those 3 options --

at midnight, when the date at eBay HQ changes to May 31 --

the "escalate button" will appear for the both of you.

*selecting this option to offer a partial refund without return:

- delays any escalation until the buyer accepts or declines the offer

- expires and the request closes when it reaches 30 business days old

jonathankirkland · ‎05-29-2018

As the others have already stated, fighting a return is futile, and not only that, it will earn you a defect, and it only takes a few of those for you to lose your seller privileges.

Unfortunately, even if you have a no return policy, a buyer can open a case saying the item was not as described, and you will be forced to accept the return whether you want to or not. If it's not worth it for you to pay to have the item returned you can refund them fully and let them keep it, though I would generally advise against doing that.

You should take some time to read how ebay's Money Back Guarantee works to determine whether it is in your best interest to continue selling here.

mindmyownbusiness · ‎05-29-2018

Thank you to all who replied for the kindness of your advice. However, I am well informed about ebay's expectations, impotence of a no return policy, consequences of not accepting, and improbability of prevailing. Nevertheless, I will not acquiesce.

Thank you particularly to hafoster who answered my questions.

fashunu4eeuh · ‎05-30-2018

@mindmyownbusiness wrote:
Thank you to all who replied for the kindness of your advice. However, I am well informed about ebay's expectations, impotence of a no return policy, consequences of not accepting, and improbability of prevailing. Nevertheless, I will not acquiesce.

Thank you particularly to hafoster who answered my questions.

Do you mind sharing why you are risking the defect? (If i were to guess, you are standing on principle. You have a no return policy and the buyer opened a false SNAD?) On rare occasions the seller prevails, it’s true, but a seller must also choose his battles. There is a greater likelihood the buyer will prevail.

What is the purpose of waiting to upload your additional info until the last possible moment?

I wish you all the best and hope the case resolves in your favor.

tunicaslot · ‎05-30-2018

I admire those that stand on principle but let me tell you a little story. Buyer files SNAD for size. Seller successfully fights SNAD and wins as size and measurements clearly show in listing. Buyer than opens a charge back with her credit card - seller loses case despite presenting all the evidence that won them the case on Ebay and not only has to refund but take a $20 chargeback hit from Paypal. Sometimes standing on Principle costs you more in the long run.

This was months ago - since then it's been widely reported that many buyers have been told that CS will not consider any kind of seller argument against a case fraudulent ot not. The buyer is instructed to return and only then after refunding - the seller can appeal the case to Ebay. I think this is more of a push to get sellers to accept the free returns policy as Ebay does not want to play mediator.